Guests with pets or children: how to make it clear in your property profile so the AI answers correctly
By GuestChat Team ·
"Can we bring the dog?", "Is there a crib?", "Is there room for an extra bed?". These questions come in before booking and during the stay, and a wrong answer costs you: a dog you weren't expecting, or a family with no crib. The AI can only get it right if your property profile says it clearly.
The three policy boxes
In Services & Policies, Property Policies:
- Pets allowed
- Children allowed
- Extra guest allowed
Check what is true today. If you accept pets only with conditions (size, number, areas), check the box and explain the conditions in your own rules.
Amenities for families
In the Property Amenities list, use the search box and check what you have: Crib, First Aid Kit, Bathtub, Elevator and anything else that helps a family. The AI uses that list when it answers: if the crib isn't checked or mentioned in your profile, it has no way of knowing you have one.
Bedrooms and beds
The Bedrooms & Beds editor lets you describe each bedroom and the beds it has. It's the basis for answering "can the kids sleep in separate rooms?" or "are there two single beds?". Name each bedroom so it's easy to understand ("bedroom with balcony", "small room").
Your own rules for specific cases
The boxes say yes or no; the conditions go in Your own rules. Examples:
- Pets. When: if they ask about bringing a dog or cat. What to say: one small dog is allowed, it can't get on the sofa or the beds, and they need to let you know before arriving.
- Crib. When: if they ask about a crib or a baby. What to say: there is a travel crib in the hallway closet; crib bedding on request.
- Extra guest. When: if they ask to bring one more person. What to say: how you handle it in your case, and that it gets confirmed with you.
What the AI learns about the guest
When a guest mentions they're traveling with a pet or need separate beds, the AI keeps it in their profile and takes it into account when answering them. In Arrivals, inside the guest's note, What your assistant knows about this guest shows you that profile. If a detail isn't true, Make the assistant forget this deletes it.
Letting cleaning know
A family with a baby or a guest with a dog changes the cleaning: setting up the crib, a more thorough vacuuming. Write it in the Notes for the cleaner for that cleaning, in Cleaning.
Useful automated messages
In the reminder a week before, asking whether they need anything special (parking, a crib, a late arrival) gets them to tell you in good time. It comes that way in the Attentive host flow.
Common mistakes
- A box you haven't checked. Look at all three on every property: the children one comes checked unless you uncheck it.
- Conditions only in the booking site listing. The AI answers from your property profile: put them there too.
- A crib that isn't in the apartment. If you keep it in a storage room or bring it on request, say so, or the guest will search the whole place for it.